For the complete report, get in touch with us at: info@netscribes.com Abstract : Netscribes’ latest market research report titled CRM Market in India 2015 states that CRM market is witnessing a steady growth with an increasing trend of expenditure on CRM across the country. Given the increased competition among firms these days, the adoption of a CRM strategy is starting to become more and more crucial. Irrespective of their size, businesses today are more inclined to adopt a CRM strategy to manage and create relationships with customers in an effective manner. Currently the market is moving to the SaaS model from the traditional CRM network. Small and Medium Business (SMB) organizations are mainly adopting on demand or cloud CRM as it is based on CAPEX. However security of information and data privacy are the two most important concern for cloud or on demand CRM. The adoption by SMBs is facilitated by both private players and government activities. Existence of a massive SMB segment in India proves particularly beneficial for CRM vendors in India. In terms of processes& functions, CRM can be broadly categorized into four segments - Operational CRM, Analytical CRM, Sales Intelligence CRM and Collaborative CRM. CRM modules cater to three essential areas of customer relationship leading to customer retention and acquisition. The solution is easy to implement, integrate & use, and also offers remote access, multi-channel interaction, analytical operation, and campaign management tools in a customized interface as required by the client.CRM adoption is driven by enhancement of customer care operations and achievement of global standards. Further cost reduction capability of CRM is also catalyzing CRM adoption. However, high cost associated with CRM solutions and low awareness regarding its advantages hinders its implementation. The market is dominated by private players with most of them being foreign companies. But, with the market growing more and more, players with new solutions are coming up. With new trends of mobile and social CRM gaining importance and the concept of KYC gaining in significance, the CRM market is expected to boom over the coming decade. Table of Contents : Slide 1: Executive Summary Macro Economic Indicators Slide 2: GDP at Factor Cost: Quarterly (2011-12, 2012-13, 2013-14, 2014-15),Inflation Rate: Monthly(Dec-Jan2014 –Mar-Apr 2015) Slide 3: Gross Fiscal Deficit: Monthly (Feb 2014 – Jul 2014), Exchange Rate: Monthly(Dec 2014 – May 2015) Slide 4: Lending Rate: Annual (2011-12 – 2014-15), Trade Balance: Annual (2011-12– 2014-15), FDI: Annual (2010-11 – 2013-14) Introduction Slide 5: Introduction Slide 6: Basic CRM Framework Slide 7: CRM Adoption Process Market Overview Slide 8: CRM Market Global – Overview, Market Size & Growth (2014, 2015e, 2016e, 2017e, 2018e, 2019e), Global CRM Market - Leading Continents, Global CRM Market - Major Sectors Slide 9: Revenue from CRM Submarket

1. CRM Market – India
July 2015

2. 2CRM MARKET IN INDIA 2015.PPT
Executive Summary
Market
Drivers and
Challenges
Trends
Competition
 CRM market in India is valued at ~ INR x bn in 2014 and is estimated to grow at a CAGR of ~ x% over 2014-
19e
 In terms of CRM adoption, South Indian cities are showing signs of healthy adoption rates followed by North
Indian cities
 Demand for Transparency
 Emergence of Mobile CRM
Drivers
– Improved Customer Relationship and Operational
Advancement
– Growth of Online Retailing
– Global Competence
– Significant Cost Reduction
Challenges
– Implementation Challenges and Operational
Cost
– Lack of Awareness of True Benefits
Major Players
Company A Company B Company C
Company D Company E Company F
 Introduction of Social CRM
 Rising Cloud-based CRM Adoption

3. 3CRM MARKET IN INDIA 2015.PPT
•Macroeconomic Indicators
•Introduction
•Market Overview
•Types, Modules and Features
•CRM Use in SMBs
•CRM Selection Criteria
•Drivers and Challenges
•Key Trends
•Scope of CRM in Key Sectors
•Competitive Landscape
•Strategic Recommendations
•Appendix

4. 4CRM MARKET IN INDIA 2015.PPT
SAMPLEMacroeconomic Indicators (3/3)
Lending Rate: Annual
xxxxxxxxxxxx
%
Per Annum
2014-15
y4
x4
2013-14
y3
x3
2012-13
y2
x2
2011-12
y1
x1
MaxMin
Trade Balance: Annual
Commercial Bank Rates: Key Lending Rates as Prescribed by RBI (All
Commercial Banks including SBI) - Minimum Rate General
N.B.: 2012-13 encompasses figure for Apr – Nov 2012
FDI: Annual
D
C
B
A
INRtn
2014-15
x4
2013-14
x3
2012-13
x2
2011-12
x1
D
C
B
A
INR bn
2013-14
y4
2012-13
y3
2011-12
y2
2010-11
y1

5. 5CRM MARKET IN INDIA 2015.PPT
SAMPLECRM Adoption Process
X • X
X• X
X • X
X• X
X • X

6. 6CRM MARKET IN INDIA 2015.PPT
SAMPLE
Over the years, CRM has evolved from point solution to 360
degree enterprise-wide initiative in India
CRM Market Overview - India
X
X
X
X
X
0
2018e
a5
2017e
a4
2016e
a3
2015e
a2
2014
a1
INR bn
X
2019e
a6
• XX
• XX
• XX
• XX
x
z
y
OthersSalesforceOracle
Top 2 players
are holding
~a% share in
the CRM
market

7. 7CRM MARKET IN INDIA 2015.PPT
SAMPLECRM Adoption Rate among Organization of all Size
• XX
• XX
• XX
Organization Type Service Industry Product Industry
X
X
X
X-X%
X-X%
X-X%
X-X%
X-X%
X-X%

8. 8CRM MARKET IN INDIA 2015.PPT
SAMPLE
Increased awareness and interest level of base-level SMBs
in technology clearly indicates India's technological progress
Business Challenge
ICT Spending
X
X
X
X
X
X
X
X
X
X
0
bn
2018e
Y
2014e
X
Business Challenge
ICT Spending
Breakup
X
X
X
X
X
X
X
X
X
X
0
X
X
X
2014e
100.0%
Software Licensing and SaaS
Hardware
IT Services
• XX
• XX
• XX
• XX
Spending on IT service
(implementation,
support and training)
and Software Licensing
and SaaS: XX%

9. 9CRM MARKET IN INDIA 2015.PPT
SAMPLE
SMB CRM spending share in the overall SMB software
spending
Business Challenge
CRM Market India
Segmentation Business Challenge
IT Software
Spending - SMBs
0 10 20 30 40 50 60 70 80 90
2014 XXX Y
bn
CRM spendingOthers
• XX
• XX
• XX
• XX
X
Y
Large BusinessSmall and Medium Business
Note: Base figure = INR X bn

10. 10CRM MARKET IN INDIA 2015.PPT
SAMPLE
Large presence of SMBs in India proves to be highly
beneficial for CRM vendors
• XX
 XX
• XX
 XX
CRM Implementation Benefits
Some potential benefits of CRM implementation
Benefits Description
X
X
X
X
X
X
X
X

11. 11CRM MARKET IN INDIA 2015.PPT
SAMPLECRM Selection Criteria (X/X)
Deciding
Factors
IT Manpower
• XX
Customizability and Integration with other Solutions
• XX
User Volume
• XX

12. 12CRM MARKET IN INDIA 2015.PPT
SAMPLE
Enhancement of customer care operations is catalyzing CRM
adoption
Improved Customer Relationship and Operational Advancement Impact
• XX
• XX
• XX
• XX
• XX
• X
• X
• X
• X
X
• X
• X
• X
• X
X

13. 13CRM MARKET IN INDIA 2015.PPT
SAMPLE
CRM solutions are used by various highly reputed and
respected companies around the globe
Global Competence Impact
• XX
Expansion
•X
Achieving Global
Standard
•X
Operational
Efficiency
•X

14. 14CRM MARKET IN INDIA 2015.PPT
SAMPLE…hinder its adoption in India
Implementation Challenges and Operational Cost (x/x)
Vendor Name Cost Structure* (Per month/user)
X X X X
X X X
X X
X X X X
X X X X
X X X X
Note: *Data as of August 2013, Other details have been taken from the website; May vary depending on the requirement
SAP does not provide stand alone CRM generally, and it requires a minimum of 15 user subscription
Sugra CRM: Price based on an annual subscription with a minimum of five users

15. 15CRM MARKET IN INDIA 2015.PPT
SAMPLE
Social CRM offers open-ended interaction among
employees and numerous consumers in the social networks
Introduction of Social CRM
Social CRM is
gaining popularity•X
•X
•X
Social CRM
X
X
X
X
X
X
Traditional CRM
Social CRM
Participant Process and Channel Time of Interaction
Social CRM
Traditional
CRM
Social CRM
• X
• X
• X
• X

16. 16CRM MARKET IN INDIA 2015.PPT
SAMPLE
Cloud Computing is catching up with the Software-as-a-
Service (SaaS) CRM solution
Rising Cloud-based CRM Adoption (x/x)
Many companies are now implementing on demand CRM for better results
•X
•X
•X
Company A
•X
•X
•X
•X
Company B
•X
•X
•X
•X
Company C

17. 17CRM MARKET IN INDIA 2015.PPT
SAMPLECase Study 1
Case: X saves time, increases revenues using SMART CRM Desk CRM
SolutionRequirements Benefit
• X
• X
• X
• X
• X
• X
• X
• X
• X
• X
• X
• X
• X
• X
• X
Technology Used
XX
Client Organization IT Vendor
X X
Industry
X

18. 18CRM MARKET IN INDIA 2015.PPT
SAMPLEPorter’s Five Forces Analysis
Competitive Rivalry
• X
Bargaining Power of Buyers
• X
Threat of New Entrants
• X
Impact
X
Impact
X
Impact
X
Bargaining Power of Suppliers
• X
Impact
X
Threat of Substitutes
• X
Impact
X

19. 19CRM MARKET IN INDIA 2015.PPT
SAMPLEKey Ratios of 3 Major Private Companies – Operational Basis (FY 2014) (x/x)
Competitive Benchmarking (3/3)
x
x
x
x
x
Oracle
x
SAP
x
Salesforce
x
Asset Turnover Ratio
• XX
• XX
• XX
x
x
x
x
x
x3
SAP
x2x1
Salesforce
x3
x2
x1
Oracle
x3x2x1
Debtors Turnover Ratio
2012 20142013

20. 20CRM MARKET IN INDIA 2015.PPT
SAMPLE
Key People
Products and Services
Company Information Offices and Centres – India
Corporate Address X
Tel No. X
Fax No. X
Website X
Year of Incorporation X
Ticker Symbol X
Stock Exchange X
Public: Foreign Company – Company A(1/4)
Head OfficePune
Name Designation
X X
X X
X X
X X
Note: The list of products and services is not exhaustive
Category Products/Services
Amdocs Products X

21. 21CRM MARKET IN INDIA 2015.PPT
SAMPLEFinancial Snapshot Key Ratios
Financial Summary
• The company earned a net profit of INR 26.1 bn in FY 2014, as
compared to net profit of INR 25.8 bn in FY 2013
• The company reported total income of INR 220.9 bn in FY
2014, registering an increase of 5% over FY 2012
• The company earned an operating margin of 13.89% in FY
2014, a decrease of 0.48 percentage points over FY 2013
• The company reported debt to equity ratio of 0.06 in FY 2014,
an increase of 1.26 per cent over FY 2013
Key Financial Performance Indicators
Indicators Value (23/06/2014)
Market Capitalization (INR mn) 546029.19
Total Enterprise Value (INR mn) 465229.2
EPS 2.88
PE Ratio 19.64
Particulars
y-o-y change
(2014-13)
2014 2013 2012 2011
Profitability Ratios
Operating Margin -0.48 13.89% 14.37% 13.57% 12.70%
Net Margin -0.48 11.83% 12.31% 12.00% 10.89%
Profit Before Tax Margin -0.47 13.72% 14.19% 13.54% 12.43%
Return on Equity -0.16 12.43% 12.59% 12.90% 11.47%
Return on Capital Employed -0.06 12.44% 12.50% 12.36% 11.15%
Return on Working Capital 0.65 40.52% 39.87% 45.36% 41.77%
Return on Assets -0.22 9.56% 9.78% 9.53% 8.72%
Return on Fixed Assets -3.23 171.53% 174.76% 159.22% 156.49%
Cost Ratios
Operating costs (% of Sales) 0.48 86.09% 85.61% 86.37% 87.28%
Administration costs (% of
Sales)
-0.02 12.49% 12.51% 13.08% 12.89%
Interest costs (% of Sales) -0.01 0.10% 0.11% 0.10% 0.09%
Liquidity Ratios
Current Ratio -4.97% 2.02 2.12 1.92 1.96
Cash Ratio -3.92% 1.19 1.23 1.05 1.16
Leverage Ratios
Debt to Equity Ratio 1.26% 0.06 0.06 0.07 0.08
Debt to Capital Ratio 1.18% 0.06 0.06 0.06 0.08
Interest Coverage Ratio 5.13% 142.33 135.38 139.39 140.34
Efficiency Ratios
Fixed Asset Turnover 1.57% 12.33 12.14 11.68 12.30
Asset Turnover 1.18% 0.69 0.68 0.70 0.69
Current Asset Turnover 0.27% 1.47 1.47 1.59 1.61
Working Capital Turnover 5.17% 2.91 2.77 3.33 3.28
Capital Employed Turnover 2.64% 0.99 0.96 1.00 0.97
Improved Decline
Net Profit/LossTotal Income
30
20
300
10
0
200
100
0
INR bnINR bn
2014
26.1
220.9
2013
25.8
209.6
2012
20.7
172.4
2011
17.0
156.3
Public: Foreign Company – Company A(2/4)
Note: Financials of the parent company (Amdocs Ltd. NYSE:DOX) has been provided

22. 22CRM MARKET IN INDIA 2015.PPT
SAMPLEKey Business Segments Key Geographic Segments
Business Highlights
Description News
Overview X
Launch X
Acquisition X
100%
50%
0%
2014
220,625
73% 70% 72% 73%
17%
13%12%14%13%
0%
50%
100%
2014
15%
2013
16%
20122011
14%
Rest of the WorldEuropeNorth America
Public: Foreign Company – Company A(3/4)
X
Providing Integrated Products and Services

23. 23CRM MARKET IN INDIA 2015.PPT
SAMPLE
Private: Foreign Company – Company A – SWOT Analysis
(4/4)
• X •X
• X• X
TO
WS

24. 24CRM MARKET IN INDIA 2015.PPT
SAMPLEPrivate: Foreign Company – Company B(1/5)
Key People
Products and Services
Company Information Offices and Centres – India
Category Products/Services
X X Name Designation
X X
X X
Corporate Address X
Tel No. X
Fax No. X
Website X
Year of Incorporation X
Note: The list of products and services is not exhaustive
Delhi
Head Office

25. 25CRM MARKET IN INDIA 2015.PPT
SAMPLEShareholders of the Company Ownership Structure
Name No. of Shares held
X X
X X
X X
100%
Foreign Holdings
Note: Shareholding pattern as on AGM dated 29th Sep 2014
Private: Foreign Company – Company B(2/5)

26. 26CRM MARKET IN INDIA 2015.PPT
SAMPLEPrivate: Foreign Company – Company B(3/5)
Financial Snapshot Key Ratios
Financial Summary
• The company earned a net profit of INR 681.1 mn in FY 2014
as compared to net profit of INR 590.1 mn in FY 2013
• The company reported total income of 7,925.4 mn in FY 2014,
registering an increase of 17% over FY 2013
• The company earned an operating margin of 12.26% in FY
2014 a decrease of 0.92 percentage points over FY 2013
• The company reported a current ratio of 0.84% in FY 2014
registering a decrease of 27.48% over FY 2013
Particulars
y-o-y change
(2014-13)
2014 2013 2012 2011
Profitability Ratios
Operating Margin -0.92 12.26% 13.18% N.A. N.A.
Net Margin -0.15 8.59% 8.74% N.A. N.A.
Profit Before Tax Margin -0.92 12.26% 13.18% N.A. N.A.
Return on Equity -0.97 17.82% 18.78% N.A. N.A.
Return on Capital Employed -2.90 25.42% 28.33% N.A. N.A.
Return on Working Capital -801.48 -375.32% 426.16% N.A. N.A.
Return on Assets -2.11 15.24% 17.35% N.A. N.A.
Return on Fixed Assets -9.05 23.66% 32.71% N.A. N.A.
Cost Ratios
Operating costs (% of Sales) 0.92 87.74% 86.82% N.A. N.A.
Administration costs (% of
Sales)
N.A. N.A. N.A. N.A. N.A.
Interest costs (% of Sales) N.A. N.A. N.A. N.A. N.A.
Liquidity Ratios N.A.
Current Ratio -27.48% 0.84 1.16 2.07 N.A.
Cash Ratio -47.10% 0.23 0.43 0.55 N.A.
Leverage Ratios
Debt to Equity Ratio N.A. N.A. N.A. N.A. N.A.
Debt to Capital Ratio N.A. N.A. N.A. N.A. N.A.
Interest Coverage Ratio N.A. N.A. N.A. N.A. N.A.
Efficiency Ratios
Fixed Asset Turnover -22.24% 1.93 2.48 N.A. N.A.
Asset Turnover -5.59% 1.24 1.32 N.A. N.A.
Current Asset Turnover 30.49% 5.80 4.44 N.A. N.A.
Working Capital Turnover -194.66% -30.60 32.33 N.A. N.A.
Capital Employed Turnover -3.52% 2.07 2.15 N.A. N.A.
Improved Decline
800
600
400
200
0
8,000
6,000
4,000
2,000
0
INR mnINR mn
2014
681.1
7,925.4
2013
590.1
6,751.1
Net Profit/LossTotal Income

27. 27CRM MARKET IN INDIA 2015.PPT
SAMPLEBusiness Highlights
Private: Foreign Company – Company B(4/5)
Description News
Overview X
Featured Adobe Products
for CRM
X
Launch X
Strategic Partnership X
Acquisition X

28. 28CRM MARKET IN INDIA 2015.PPT
SAMPLE
Private: Foreign Company – Company B – SWOT Analysis
(5/5)
• X • X
• X• X
TO
WS

29. 29CRM MARKET IN INDIA 2015.PPT
SAMPLE
X
Strategy Adoption Area
X
Regional GrowthX
Strategic Recommendations (x/x)
• X
• X
• X
• X

30. 30CRM MARKET IN INDIA 2015.PPT
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